Knowledgebase

Question: I have leads that are getting created without providing information for fields which I have made required.   Answer: Marketo's field validation makes use of javascript. Most browsers have javascript enabled by default so this should be fairly rare, but a user could change their settings and turn javascript off. This would allow them to submit a form without providing all the required information.    This situation may also occur if a lead submits the first progressive profiling form and subsequently submits a second form with different questions, while also changing the email address (indicating either a different person using the same PC or the same person with two email addresses). Marketo will generate a new lead record, but it won't include the data captured in the first form. To identify if this is the case, examine the "Fills Out Form" activity and check if there is data submitted from a later progressive profile form. If so, this is likely the cause. To address this issue, follow these steps: Create a smart list with an Anonymous IP filter. Enter the anonymous IP address of the lead. The smart list may identify multiple records associated with the anonymous IP address. Merge or manually update the records as needed based on the identified information. By following these steps, you can reconcile the data and ensure that the lead records are appropriately managed.

Please ensure that you have access to an experienced JavaScript developer.  Marketo Technical Support is not set up to assist with troubleshooting JavaScript. With a change to the Munchkin javascript, you can send web tracking events like page visits or clicked links to multiple instances of Marketo. The code below is for sending Munchkin events to two or more Marketo accounts. If the events need to go to only one Marketo account, you can use the Munchkin tracking code as-is from the Munchkin Setup part of the Admin section. Note: Marketo tracks visitors to your website by domain (ex. "marketo.com"). If your hosting this Munchkin script on a domain that's different than your primary domain (ex. "company.com"), those visitors will appear as anonymous leads until they fill out a form on that other domain. Add a parameter to the mktoMunchkin call -- altIds -- and include an array of the additional Munchkin IDs where these web events should go, as in the example below. You can include any number of altIds in the array, each separated by commas. In the example below, replace the highlighted Munchkin IDs ("XXX-XXX-XXX", "YYY-YYY-YYY") with the Munchkin IDs from each Marketo account where the tracking information should be sent. <script src="http://munchkin.marketo.net/munchkin.js" type="text/javascript"></script> <script>mktoMunchkin("XXX-XXX-XXX", { altIds: ['YYY-YYY-YYY', 'ZZZ-ZZZ-ZZZ'] });</script> Related Articles Adding Javascript Tracking Code to your Website (Munchkin)

Have two form fields you want to merge into one? Try this jQuery script. In short, any time someone changes focus off one of the selected fields, the destination field will be updated. Build the form For example, say you want to populate a field called Full Name with the first and last name provided in the form. First, go to the Form Editor and add Full Name as a hidden field in the form. Next, open the landing page for editing, or create a new one and add the form to the page. Get the form IDs You'll need to get the IDs of the form fields. Go back to the Design Studio, preview the page, then view the source in your browser. You'll need to find the entries for the fields you want to retrieve the values from and set the concatenated value into. For example, if you're looking for the First Name field's id, it's FirstName: <label>First Name:</label><span class='mktInput'><input class='mktFormText mktFormString mktFReq' name="FirstName" id="First Name" type='text' value="" maxlength='255' tabIndex='1' /><span class='mktFormMsg'></span> Note: Marketo Technical Support is not equipped to troubleshoot custom javascript. It is recommend to work with an experienced developer when implementing custom javascript. Add custom Javascript In the Javascript below, replace the following: destinationField: id of the field where the appended value will go ("#FullName") joinFields: a list of the field ids it should read from ("#FirstName,#LastName") joinString: text that goes between each item (" ") Add the Javascript to your landing page as a Custom HTML element.  Test it to make sure it works correctly, then approve the page. <script type="text/javascript" src="/js/public/jquery-latest.min.js"></script> <script type="text/javascript">     // set no conflict mode for jquery   var $jQ = jQuery.noConflict();     // jQuery selector of the field that receives the joined value   var destinationField = "#FullName";     // jQuery selectors of the fields to be joined together.     // Use "#ID option:selected" if it's a dropdown   var joinFields = "#FirstName,#LastName;     // the text that will be added between each item   var joinString = " "; $jQ(document).ready(function(){    // You may need to change the field types that trigger the concatenation    // depending on the input types you're using in the form   $jQ("input,select,option").blur( function () {     concatFields()   }); }); function concatFields() {   $jQ(destinationField).attr("value",      $jQ(joinFields).map(function(){        return $jQ(this).val();      }).get().join(joinString)   ); } </script>

*Updated in September 2024   What is a feedback loop (FBL)? An FBL is an arrangement between an email sender, such as Marketo, and an Internet Service Providers (ISPs) or email hosting service.  The FBL allows the email sender to be automatically notified when the user who receives an email marks it as spam.   When a lead who uses one of these ISPs clicks the spam button for an email, the ISP sends an automated notice to Marketo. Marketo automatically unsubscribes the lead with the unsubscribe cause, "Customer Complaint Received from ISP".  Marketo's Email Compliance Team also logs these complaints for internal compliance monitoring.     What FBLs is Marketo enrolled in? By default, all emails sent by Marketo are covered by an FBL with the following email providers: Bluetie/Excite Comcast Fastmail Gandi.net Italiaonline Lapost.net Liberomail Liberty Global Locaweb Mail.ru* QQ.com* OpenSRS/Tucows Rackspace Seznam.cz SFR SilverSky Swisscom Synacor Telenet Telenor Telstra Terra TIM Unitymedia UPC United Online/Juno/Netzero Virgilio Virgin Yahoo! Ziggo Zoho.com   *The FBLs for Mail.ru and QQ.com can only be set up for customers on dedicated IPs.  Please reach out to Support if these Russian and Chinese ISPs respectively are targets for your email program.   Notably, Gmail does not offer a traditional FBL. They have a similar offering that Marketo has evaluated and determined does not meet the needs of our clients at this time.  Google does offer Postmaster Tools that allow senders to monitor their complaint rate and other reputation information.  Senders can sign up here:  https://gmail.com/postmaster/   

As part of the September 2012 release, Marketo exposed the ability to create a Webhook.  Webhooks are essentially HTTP callbacks that allow you to send a "payload" (i.e. xml, json) to a URL and include parameters. Here is a walk-through on how to create a Webhook that sends an SMS Message to a Marketo Lead using the Twilio messaging platform. Step 1 Sign up for a Twilio Account (www.twilio.com).  Be sure to follow the instructions on validating any numbers that will be used to send an SMS message. Step 2 Navigate to Admin in your Marketo Account Step 3 Select Treasure Chest from the left tree and click Edit in the Webhooks section Step 4 Check the box to Enable Webhooks Step 5 In the Admin menu, select  Webhook and click New Webhook Step 6 Enter the Webhook details as defined in the below screenshot.  A powerful feature of Webhooks is that you can include Tokens as part of the URL and/or Message for further customization. Note:  You will replace the [ACCOUNT_SID] & [AUTH_TOKEN] values with what is specified in your Twilio account. Step 7 Create a Program/Campaign in Marketo.  In the example below, a Program/Campaign was created with associated LandingPage/Form to send out an SMS text message when the lead fills out form. Step 8 See the activity appear in the Activity Tab for that lead in Marketo Step 9 Check SMS activity in your Twilio Account Log

Issue: I have a report subscription in my inbox, when I click on a link to get further information I get a 404 error in my browser.     Solution: Links in report subscription emails are set to expire for security purposes. By default, they expire 3 days after they are sent. You can customize the expiration time. Go to Admin and click on Login Settings.     Click on Edit URL Expiration.     You can change the default value of 3 to anything between 1 and 15.   Is this article helpful ? YesNo

In late May 2011, the European e-Privacy directive went into effect in Europe. This directive legally mandates that websites tracking users with cookies must obtain explicit consent from the person before dropping the cookie. Marketing automation will become an even more powerful revenue engine when online participants feel safe about their data.  In addition to being given the option to opt-in to marketing and lead nurturing programs that are relevant to them, with the standardization of privacy protections, unsavory players will be cut out of the market. Businesses that are trusted will excel in this environment. What is a cookie? A cookie is a very small piece of software code that websites use to track visitors. What do these regulations mean? When asking permission, the website must be clear on what data is being tracked and how it will be used. A record of the permission confirmation action (e.g. clicking an agreement link) must be retained. What if I am based in the US? The regulations apply to all businesses and websites tracking European users. To be in compliance with the EU, American businesses must take reasonable measures to identify which website visitors are European and obtain their permission. The former EU’s commissioner for justice, Viviane Reding, is quoted as saying “Privacy standards for European citizens should apply independently of the area of the world in which their data is being processed,”. “To enforce the EU law, national privacy watchdogs shall be endowed with powers to investigate and engage in legal proceedings against non-EU data controllers whose services target EU customers.” http://gigaom.com/2011/03/17/u-s-web-firms-told-to-stick-to-eu-privacy-laws/ In addition to this new cookie tracking regulation, US businesses servicing Europeans should also be Safe Harbor certified. Safe Harbor ensures that American businesses are compliant with the European Commission’s previous Directive on Data Protection. http://www.export.gov/safeharbor/ What if I am a multinational corporation? The regulations apply to all businesses and websites tracking European users. Is this really a law? The European e-Privacy directive is EU law. However, it is not yet national law for all EU members. With EU directives, member states are required to enact national laws implementing the directive. Most member states have not implemented national laws requiring explicit consent for cookies. The exceptions here are Germany, Italy, and the UK (see next question). The national legislatures do not always move at the schedule ordered by the EU directives. This process could very well take many years to cover all of Europe. Marketo will continue to watch developments and update this FAQ appropriately. Is explicit consent already law in any EU country now? Currently, there are several countries that have enacted this law. Germany has had rules on the book requiring explicit consent before tracking by cookies for some time now. Indeed, in many ways the EU e-Privacy directive is designed to harmonize EU member state laws with Germany’s privacy laws. Because Germany already requires explicit consent and other EU countries are starting too, Marketo recommends that businesses begin compliance implementation now. The UK Department of Culture, Media, and Sport (DCMS) is currently developing specific guidelines for compliance with this law. So, while the law went into effect on May 25, 2011, in the UK, the DCMS has stated that they will not be enforcing the law until an unspecified date in the future. http://www.culture.gov.uk/news/media_releases/8051.aspx Italy has also enacted laws to comply with the EU privacy directive. Marketo will continue to monitor developments and update this FAQ document appropriately. What happens if I am not compliant? This is a major transformation in privacy protections that businesses worldwide will be adapting. Most countries in Europe, like Britain, have not yet released specifics on regulations. Until specific regulations are created, there will not be details on the penalties. It is likely that over time, EU penalties for non-compliance will increase. What caused this change? Over a long period of time, the EU member states have had different privacy laws. It is a stated goal of the EU to have uniform and cohesive privacy regulations. Is the change good or bad? This change will be good for companies that are able to compete by online trust and privacy protection. With the new privacy protections, consumers and B2B buyers will be able to easily compare privacy practices of businesses they are evaluating to engage with. Businesses need to start competing on how much they are trusted with subscribers’ data. Businesses that are good at online trust will benefit. Marketo believes that initiatives that encourage trust will benefit the online marketing ecosystem over time. Who are the experts in this field? Who are the leaders in this information? I.e. where can I get more info or how can I stay on top of this topic? Many Marketo customers are experts in building online trust and competing on privacy. Marketo’s Privacy team is dedicated to Marketo customers and provides know-how on best practices compliance. The Online Trust Alliance (OTA - https://otalliance.org/) is a great non-profit working to foster trust in online ecosystems. The OTA is tapped into the developing privacy trends in the EU and Washington as is a great resource for member companies. MAAWG (Messaging Anti-Abuse Working Group) is a regular gathering of the top experts in privacy and messaging abuse prevision. How can I become compliant? The key to compliance is explicit consent. Explicit consent means specific language on how you are marketing and tracking. Explicit consent also means that there must also be some kind of affirmative action (e.g. clicking) where the subscribers acknowledges their consent to marketing and tracking. A good example of this is where a subscriber provides consent by clicking which causes a pop-up box specifying what you will do with the subscriber’s personal data. It is important that you do not mix up consent wording with more general wording on your business policies. If you integrate consent language into your general, then highlight consent language and record the click making consent. Do I have to collect this explicit consent on the first page of my website? You can decide where to collect consent and then drop the cookie. Many websites will allow European visitors to browse some pages or sections of the website before “popping the question”. The idea in these cases is to enable the website visitor to see the value of the web content or services before asking for tracking permission. For example, you might want to pop the question after a European visitor has viewed a certain number of pages, spent a given amount of time on the site, or visited specific webpages. Are there exceptions to this requirement? The EU directive provides an exemption for cookies that are dropped to track shopping cart contents. Furthermore, in Germany, transaction messages or messages that are needed to do previously specified business are exempt from these opt-in requirements. It is likely that other EU counties will adopt similar exemptions for existing business relationships. What about my personal blog or our employees' personal blogs and web pages? The EU focus is currently on business compliance. It will be interesting to see how Europe approaches tracking and consent for personal web properties. How is going to affect users who visit websites? If you are in the US it probably will not affect you at most websites you visit. Europeans, on the other hand, will likely be asked for their permission often. Europeans will be better able to factor privacy protection into their business and purchase decisions. Is this likely to change in other places too? Will the US change its laws? US privacy regulations are almost certainly going to change over the next year. The FTC and the Commerce Dept have both launched major privacy initiatives. Some national US legislators have also proposed federal privacy laws. While the final version of US privacy rules are nowhere near finished, it is very likely that US privacy is changing. What are others saying about this? Different organizations are saying different things. For example, Yahoo is saying they are compliant already: http://online.wsj.com/news/articles/SB10001424052748703512404576208700813815570?mg=reno64-wsj&url=http%3A%2F%2Fonline.wsj.com%2Farticle%2FSB10001424052748703512404576208700813815570.htmlhttp%3A%2F%2Fwww.pcworld.com%2Fbusinesscenter%2Farticle%2F222640%2Fyahoos_offers_cookie_optout_button_ahead_of_new_eu_law.html What are the laws in the US? Are they different? The US does not currently have Federal baseline privacy laws. Many online tracking methods are not yet regulated in the US. This is changing, however, with major initiatives from the FTC, Commerce Dept, and legislators. How does this affect Google and Facebook? The EU has made statements indicating the Google and Facebook will be affected by this. Indeed, it sometimes seems that Google is every EU country's favorite example company to drag into court on privacy matters. Industry blog GigaOm summarized, some EU statements about “one senior European Union official making a broadside attack aimed at services such as Google and Facebook” here - http://gigaom.com/2011/03/17/u-s-web-firms-told-to-stick-to-eu-privacy-laws/ Does this affect only my website? Do my landing pages, social media profiles, or blogs, matter too? The EU regulations speak to any tracking by cookies independent of the nature of the web property doing the tracking. (Although, any cookies dropped to track shopping basket contents are exempt and in Germany, business interacting with existing customers are also exempt.) Will this mean I get less targeted advertising? Europeans that decline to opt-in will likely see less targeted advertising. Does this mean that marketing automation or companies like Doubleclick, Omniture, and Quantcast will go out of business? The EU privacy regulations create more need for marketing automation and web analytics companies. As businesses need to implement more sophisticated privacy protocols and compete on trust, they will turn to their marketing automation solutions to make it happen. Will web analytics work in the EU anymore? Of course. Businesses will need web analytics for the EU subscribers that choose to opt-in. They will also need web analytics on subscribers they do not cookie for things like testing different action flows to obtain consent. Web analytic solutions are good at analyzing both known subscribers and unknown visitors. Can I get in trouble if my marketing automation, web analytics, or other software does not comply and I am still using it? It is unlikely that EU courts will excuse lack of technical capabilities. Good marketing automation solutions will make this easy for customers to implement in the ways they want.   Can I not allow my website visitors to see my content unless they accept cookies? Sure. Business can decide what content to show or services to offer based on whether a subscriber has opted-in for tracking. Indeed, smart businesses will intelligently use content and services to entice subscribers to opt-in.

Are you looking for a quick template to use in Marketo?  We have certainly got you covered with quite a number of options. 1.   Visit our Template Marketplace at templates.marketo.com. 2.   Select a template that you want and click the Import Template button. 3.   On the tab or window that opens, login to your instance of Marketo. 4.   Your Program Import will automatically begin. That's all there is to it.  Your template is ready for you to use.

*Updated in September 2024     Leads can be auto unsubscribed due to default Feedback Loop setup with the ISPs listed on this page. You can use the following filters to find leads that have clicked the SPAM button in your emails:       Filter 1: Data Value Changed Attribute: Unsubscribe New Value: True Reason: Contains, complaint   (Optional to Specify what Email Domain)   Filter 2: Email Address Email Address: Contains, @domain.

Question: My campaign seems to be delayed, what is going on? Answer: You may have multiple campaigns running and some of them are queued. You can use the Campaign Queue to get an overview of all running and queued campaigns in your instance of Marketo. If there is a campaign backlog you can check the priority of the delayed campaigns and the campaigns at the front of the campaign queue. High priority campaigns will always move to the front of the line, followed by medium priority and low priority campaigns. If there are too many high priority or medium priority campaigns running then you may see a longer delay with low priority campaigns since they will always move to the back of the queue. You may want to consider overriding the campaign priority of non urgent campaigns that are set to high priority to reduce the priority and make room for lower priority campaigns to run. It is not recommended to set a large number of campaigns to high priority as this does not improve the processing time of the campaigns, only the order in which they are run.      

With Marketo's Customer Engagement engine, you can now easily nurture and engage your leads. Not only does the Customer Engagement engine automatically and intelligently deliver the right content to the right person, at the right time, but you now no longer have to manually create or maintain complex workflows.   Join us for training on how to use this powerful new technology that truly reinvents the way marketers engage with their prospects and customers.   View the training here: http://pages2.marketo.com/customer-engagement-training-july-2013.html Is this article helpful ? YesNo

Issue:   Your Salesforce sync is not working because the password for your Salesforce sync user expired. You will see an error in Marketo saying:   describeSObject failed - The users password has expired, you must call SetPassword before attempting any other API operations.   Similar to this:     Resolution:   To resolve this error temporarily, you will have to change both your password and security token in Salesforce and then update these credentials in Marketo under Admin -> Salesforce -> Edit Credentials -> update both your password and security token in the 2 boxes illustrated below then press the Save button:     To permanently fix this issue, you will need to change the password policies in Salesforce so that your password never expires in Salesforce. To do this, in Salesforce, go to Setup -> Administration Setup -> Security Controls -> Password Policies -> User passwords expire in -> Never expires -> Save for your "your_sync_user@domain.com" user in Salesforce:   Please note this is a Salesforce setting and you should consult your Salesforce Admin before implementing this change Is this article helpful ? YesNo

On your Marketo landing pages, if you want to retrieve a URL parameter via Javascript, here's how to do it. First, identify the URL parameters you want to capture. We'll use Google search parameters -- "utm_keyword" "utm_campaign" "utm_term" and "__kk". Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. Below is the Javascript you'll need.  Add this to your landing page with a Custom HTML element or by editing a landing page template: <script language="Javascript" src="/js/public/jquery-latest.min.js" type="text/javascript"></script> <script src="/js/public/jQueryString-2.0.2-Min.js" type="text/javascript" ></script> <script>   // to set cookies.  Uses noConflict just in case   var $jQ = jQuery.noConflict();   var utm_keyword = $jQ.getQueryString({ ID: "utm_keyword" });   var utm_source = $jQ.getQueryString({ ID: "utm_source" });   var utm_term = $jQ.getQueryString({ ID: "utm_term" });   var __kk = $jQ.getQueryString({ ID: "__kk" }); </script>

Issue: The web page visit is partially tracked only if users fill out a form otherwise it goes unnoticed. Solution: In several tests the Activity Log shows "Fill out a form" without a page visit. From the traditional standpoint that could be an obscure bug. How users could fill out a form without visiting the page? Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented as Private Browsing. Pages users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. Private browsing is a relatively new feature. It is a new challenge to tracking, applicable to any software and company evaluating users activity. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.

Attached to this article is a PHP implementation of Marketo's SOAP API.  This is unsupported, but you can use it freely as a starting point for building your own SOAP API client. Learn more: Marketo SOAP API

Distributing leads to sales reps is easy.  Marketo, however, only supports random distribution.  This gives a pretty good approximation of the round robin technique.   Prerequisites: Create A New Program Create A Child Campaign      1. Go to the Smart List tab of the campaign you created, find and drag in the Lead is Created trigger. Tip: Use the trigger that logically would come right before you want to assign the lead to a rep. This is a article attached image        2. I've added the constraint "SFDC Type is empty" so that records that already exist in Salesforce do not get re-assigned.          3. Go to the Flow tab, find and drag in the Change Owner flow step.      4. If you have 3 lead owners click on the Add Choice button 2 times.  You always want the number of choices to equal the number of owners in the round robin minus one. This is because the last person goes in the Default slot.      5. Find and select Random Sample.      6. 100% divided by 3 sales reps is 33%, enter "33".      7. Find and select the first sales rep.      8. Repeat steps 4, 5 and 6 for every remaining choice. Be sure to fill out the default choice also. This is a article attached image        9. Activate the campaign and it should now distribute leads randomly to your lead owners.

Issue Using a browser with JavaScript disabled causes display and validation problems with Marketo forms.     Solution When JavaScript is disabled in a browser, it can cause a couple of different behaviors. For embedded forms, the form will not load on the page because it is loaded by JavaScript. For non-embedded forms on a Marketo landing page, the form will load but it will be a bare bones version of the form that does not validate field input, because validation is handled by JavaScript. If you want to display a message to users with JavaScript disabled, you can use the “noscript” tag to display a message that prompts users to enable it in order to render the page correctly: https://www.w3schools.com/tags/tag_noscript.asp Here’s an example using that with an embedded form: <script src="//app-sjst.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1001"></form> <script>MktoForms2.loadForm("//app-sjst.marketo.com", "507-ILX-247", 1001);</script> <noscript>You have JavaScript disabled! Please enable JavaScript for the best experience on this site.</noscript>   For a Marketo landing page, I added an HTML Element with just the last line from the example above: <noscript>You have JavaScript disabled! Please enable JavaScript for the best experience on this site.</noscript>   Alternatively, you can use a redirect solution like this, which will send users with JavaScript disabled to another page: <html> <head> <noscript> <meta http-equiv="refresh" content="0; URL=http://www.marketo.com"> </noscript> </head> <body> <p>Fancy redirect page if JavaScript is not detected.</p> </body> </html>